Working Schedule: Pacific Standard Time
Work Arrangement: Fully Remote (Work From Home)
Salary: $1,600 - $2,000
Employer: MSP company operating in Florida, USA
Overview:
The Level 2 Support Technician is responsible for resolving escalated technical issues that require in-depth troubleshooting, system administration, and infrastructure support. This role acts as the bridge between Level 1 support and Level 3 engineers, ensuring complex incidents and requests are addressed efficiently. Level 2 technicians also contribute to process improvements, documentation, and mentoring junior team members.
Responsibilities:
- Handle escalations from Level 1 technicians for issues requiring deeper analysis.
- Diagnose and resolve:
- Advanced Windows/macOS issues, OS imaging, and driver conflicts.
- Network-related problems (DNS, DHCP, VLANs, firewall rules, site-to-site VPNs).
- Server administration tasks (Active Directory, Group Policy, file/print servers).
- Office 365 administration, email migrations, and mailbox recovery.
- Virtualization issues (Hyper-V, VMware) and basic cloud infrastructure troubleshooting.
- Security issues such as antivirus/EDR alerts, MFA troubleshooting, and access control.
- Utilize remote tools, PowerShell, and other automation techniques for efficient troubleshooting.
- Document root causes and resolutions thoroughly in the ticketing system.
- Follow ITIL best practices for incident resolution and problem management.
- Escalate issues to Level 3 or specialized teams as needed, providing detailed troubleshooting steps.
- Ensure SLA compliance for response and resolution times.
- Identify recurring issues and propose solutions to reduce ticket volume.
- Contribute to the internal knowledge base by documenting troubleshooting steps and best practices.
- Provide coaching and mentorship to Level 1 technicians to improve first-call resolution rates.
- Communicate with end users and business stakeholders to provide updates on issue resolution.
- Set clear expectations on resolution timelines and escalate proactively when necessary.
- Deliver outstanding customer service while balancing technical priorities.
Qualifications:
- Technical Skills:
- Strong expertise in Windows Server, Active Directory, Group Policy, and networking.
- Proficiency in troubleshooting cloud-based services like Microsoft 365, Azure, and AWS.
- Experience with enterprise networking, including VLANs, routing, firewalls, and VPNs.
- Familiarity with scripting (PowerShell, Bash) and automation for system administration.
- Knowledge of cybersecurity best practices and endpoint security solutions.
- Experience with RMM (Remote Monitoring & Management) tools
- Experience & Education:
- 3+ years of experience in IT support or system administration.
- Certifications preferred: CompTIA Network+, Security+, Microsoft MCSA/MCSE, ITIL v4.
Key Attributes:
- Excellent problem-solving and critical-thinking abilities.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced MSP environment while maintaining attention to detail.
- Strong analytical and problem-solving skills.
- Ability to explain technical concepts to non-technical users.
- Ability to manage multiple tasks and prioritize work effectively.
Benefits:
- 13th Month Pay
- HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
- Personal Time Off (After a 90-day probationary period)
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